Description

You will lead the design and implementation of enterprise-scale voice and contact center solutions.

Responsibilities

• Design high-level and detailed architectures for contact center solutions using CUCM, UCCE/PCCE, or Genesys.
• Oversee the deployment and integration of voice platforms with CRM and ticketing systems like Salesforce and ServiceNow.
• Define and document workflows, call routing strategies, and IVR designs to optimize customer experience.
• Manage vendor relationships and ensure technical compliance with service level agreements.
• Perform capacity planning and performance tuning to maintain system reliability and security.

Required Skills

• 8+ years of experience in network voice architecture and engineering.
• 5+ years of specialized experience focused on contact center solutions.
• Expertise in Cisco Unified Communications Manager (CUCM) and Cisco Contact Center (UCCE/PCCE).
• Hands-on experience with Enghouse Interactive, Avaya, or Genesys platforms.
• Deep understanding of SIP, VoIP, QoS, and MPLS networking concepts.
• Proficiency in IVR systems, CTI integrations, and complex call flow design.
• Experience integrating contact center platforms with Salesforce and ServiceNow.
• Bachelor's degree in Computer Science or a related field.

Key Skills

Education

Bachelor's degree in Computer Science